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Unemployment Insurance: States' Customer Service Challenges and DOL's Related Assistance
GAO-16-430: Published: May 12, 2016. Publicly Released: Jun 13, 2016.
In GAO focus groups of recent claimants filing for unemployment insurance (UI) benefits, those who filed by phone reported experiencing various challenges, such as long call wait times; however, those filing for benefits online reported that it was generally easy to do. In all six of the focus groups GAO conducted in the three states it visited, individuals who had claimed benefits by phone betwee...